Connecting to the Cloud Version: 3.0, Issue Date: 01/12/2014 Classification: Open
Classification: Open ii MDS Technologies Ltd 201415/12/2014. Other than for the sole purpose of evaluating this Response, no part of this material may be reproduced or transmitted in any form, or by any means, electronic, mechanical, photocopied, recorded or otherwise or stored in any retrieval system of any nature without the written permission of MDS Technologies Ltd. MDS Technologies Ltd, Spring Park, Westwells Road, Corsham, Wiltshire SN13 9GB Telephone: 01225 816220, Fax: 01225 816281 Contents Why MDS?... 1 Summary of service benefits... 1 Product Overview... 1 Product Features... 1 Example Use Cases... 1 Technical Features... 2 Overview of the G-Cloud Service... 2 On-Boarding and Off-Boarding processes... 3 Pricing Model... 3 Service Management... 3 Service Constraints... 4 Service Levels... 4 Ordering and Invoice Process... 5 Service Lead Time... 5 Termination costs... 5 Consumer Responsibilities... 5 Technical Requirements... 5 Related Services... 5
Classification: Open 1 Why MDS? A tailored cloud solution that fits your business needs Full range of cloud hosting options from pure public cloud to hybrid cloud and physical enablement solutions A support team which is based on the same highly secure campus as our cloud platform An assured cloud platform that is independently validated for OFFICIAL and OFFICIAL SENSITIVE data A fully managed platform, supported up to Operating System Over 12 years experience of providing infrastructure services SC cleared operational support staff 24/7 support through our ITIL-aligned Service Desk Additional professional services such as project delivery and technical consultancy ISO27001, ISO9001, ISO14001 accredited Over 12 years experience in supporting Public Sector customers A privately owned, UK sovereign company We are an SME - agile with minimal bureaucracy PROFESSIONAL, PERSONALISED SOLUTIONS Summary of service benefits Enabling service to allow customers to migrate into, and access MDS cloud services Connectivity from customer s own offices and data centres, or MDS co-location suites Service provided for OFFICIAL and OFFICIAL SENSITIVE data ISO27001 accredited service ITIL-compliant 24/7 Service Desk Fully flexible service, tailored to your business needs Product Overview As part of any cloud service there is an element of network connectivity to allow customers to access their cloud services. This is typically provided by an existing public network such as the Internet or a Government secure network such as PSN, PNN or N3. Where these networks are not available, or are not suitable, MDS can provide an alternative network service. We can work with a variety of telecoms suppliers to provide Wide Area Network circuits and the associated network infrastructure to provide cloud connectivity. Product Features The main features of our Connecting to the Cloud Service are: Personalised connection options Support provided using SC cleared staff A service tailored to the level of support you require A single point of contact for all service issues and queries Example Use Cases Organisations using this service would expect to gain benefits in the following scenarios:
Classification: Open 2 Connecting from a customer or supplier network into the cloud, where the cloud provider s offering is not suitable, e.g where the link does not offer a low enough latency or high enough bandwidth. Connecting from a customer or supplier network into the cloud, where the customer s network is not connected into the same network as the cloud service. Connecting from physical hosting suites into the cloud to enable migration from physical to cloud services to take place. Connecting between physical and cloud hosting environments as part of a hybrid cloud solution Where an existing connection requires additional security for the Impact Level that is required. Technical Features The service has the following features; Network connections suitable for connecting into the cloud CAS-T circuits for assured connectivity VPN encryption using CPA approved devices, either standalone or coupled with a CAS-T circuit for greater security We offer CAS-T circuits from a variety of partners, including Level3 and InterRoute. MDS has experience in providing and supporting the following technologies: Routers, Switches and Firewalls (e.g. Cisco, Juniper, Barracuda) Load balancing (e.g F5) IPSEC VPNs SSL VPNs Overview of the G-Cloud Service MDS will provide this service tailored to your needs, from a straightforward provision of a data circuit to a full analysis, design, implementation and management service. Examples include; Network analysis, design and assurance Intra data centre campus connectivity (enabling connections between physical and cloud environments for migration into the cloud) Implemenation of CAS-T (and other) WAN circuits into your cloud environment Implementation of VPN solutions, using CPA approved devices On-going management and monitoring of your network connectivity (including management of third party telecommunications provider) Information Assurance The Skyscape assured cloud platform is designed and optimised to meet the unique information assurance needs of UK public sector organisations. UK Sovereign platform delivered from secure UK data centres by a UK company with SC cleared UK staff Suitable for all data classified at OFFICIAL, including OFFICIAL-SENSITIVE data under the Government Security Classification Policy (GSCP) Suitable for legacy IL2, IL3 and IL4 (by aggregation) systems under the Government Protective Marking Scheme (GPMS)
Classification: Open 3 Independently certified against ISO27001 and ISO9001 Secure and resilient (Tier 3) UK data centres facilities capable of hosting data classified at OFFICIAL and OFFICIAL-SENSITIVE We are ISO27001 certified, which covers all our business operations. We are able to provide services across the OFFICIAL classification spectrum, based on individual customer s requirements. We have been subject to accreditiation at these levels by a number of existing customers who take services from us. On-Boarding and Off-Boarding processes On-boarding: we operate an Operational Acceptance into Service process to ensure we take on the support and management of services in a controlled manner. This encompasses: Scoping and definition of your requirements Implementation of your Connection in to the Cloud Setup of monitoring Establishing the key customer service interfaces and information reporting framework Providing access and interfaces to our Service Desk Establishing maintenance regimes and schedules Ensuring the service is fully documented and baselined Off-boarding: our off-boarding process is focused on ensuring the controlled shutdown of our service and, where appropriate, facilitating the transition to an alternative provider. This encompasses: Facilitating the removal of your equipment from the cloud platform Securely, and permanently, deleting all data, accounts and access such that they cannot be recovered Pricing Model Due to the bespoke nature of this service, pricing will vary depending on the scope of service required. The key pricing drivers are: The type of connection, distance, bandwidth and length of contract The security level required The extent of support required (1 st, 2 nd and/or 3 rd line) As such, we will price our service based on an agreed service description using appropriate defined roles from our SFIA Day Rate table, any hardware and/or third party connectivity services required. Service Management The service will be provided through our service desk, offering: Provision of a Single Point of Contact Service Desk, between 08:00 and 18:00 Monday to Friday (excluding Public Holidays), with 24/7 coverage available as an option Incident and Problem Management Application Service Availability Monitoring
Classification: Open 4 Monthly Standard Service Reporting, covering: Availability reporting (as above) Service Desk performance Change Management Change and Release Management Implementation and on-boarding services Disaster Recovery services Asset and Configuration Management Security Management Access Management Service Constraints Provision of this service may rely on third party telecoms providers. We will be required to work within any service contraints that they may specify. Service Levels We will agree service levels during onboarding, encompassing any service levels that are provided by third party network providers. Our standard service levels are set out below, providing incident resolution within our Core Service Hours, which are 8am to 6pm, Monday to Friday (excluding Public Holidays). Where a customer has additionally procured 24/7 Support for P1 Incidents, the P1 service level applies 24/7/365. Priority Level MDS to Acknowledge Problem Notification MDS to Update Customer Resolution Time 1 Critical systems failure or severely impaired 15 Minutes 30 Minutes 4 Working Hours (6 Hours outside Core Service Hours)* 2 User group or key user unable to operate, experiencing significant reduction in system performance 3 Single user unable to operate with no available workaround 15 Minutes 30 Minutes 6 Working Hours 30 Minutes 60 Minutes 3 Working Days
Classification: Open 5 Priority Level MDS to Acknowledge Problem Notification MDS to Update Customer Resolution Time 4 User or user group experiencing problems but with a work around that does not affect service delivery 60 Minutes 4 Working Hours 7 Working Days Ordering and Invoice Process A purchase Order is required and billing for the service is monthly in arrears. Payment can be via the following methods: BACS or Cheque. Service Lead Time Lead times associated with this service will vary depending on the nature of the service required. Termination costs Termination costs will vary depending on the nature of the service required. Some telecoms providers may charge an early termination fee is curcuits are ceased before the end of the lease term. Consumer Responsibilities You will need to take responsibility for: The control and management of access and responsibilities for end users. Ensuring only appropriate data is stored within your application, based on your security principles. Provision of detailed technical and operational support documentation for your requirements. Technical Requirements We will work with you during onboarding to define any technical requirements. Related Services This service may be bought in conjunction with the following other G-Cloud services: Managed Server Graphical Applications in the Cloud Cloud Enablement Secure Remote Access Transition Management